Operations Lead - Customer Success

About Panoptyc

At Panoptyc, we're on a mission to revolutionize loss prevention. Using visual AI and manual reviewers, we help retailers detect theft in over 15,000 markets across the United States. From Fortune 500 giants to local businesses, our impact is far-reaching. As a fully remote, rapidly growing team, we're excited to invite top talent worldwide to join us in reshaping the future of retail security.

About the Role

We're seeking an experienced Operations Lead, Customer Success to optimize workflows and enhance operational efficiency during our high-growth phase. In this crucial role, you'll oversee process improvements, CRM management, and reporting tool configurations to support our Customer Success, Sales, and Support teams. You'll have the opportunity to design and refine workflows, implement automation, and ensure seamless execution of customer success operations, working closely with directors and department heads.

Responsibilities

• Work closely with directors and department heads to understand team needs and optimize workflows.

• Manage and prioritize the queue of incoming process improvement requests.

• Own and maintain the HubSpot CRM instance, ensuring it is fully optimized for business needs.

• Configure and optimize Retool and reporting tools to enhance team efficiency.

• Oversee and maintain the marketing email system to support customer engagement initiatives.

• Implement workflow automation and process standardization to drive efficiency.

• Provide technical support and troubleshooting for CRM and reporting tools.

Qualifications

• 3-4 years of experience in operations, CRM management, or process optimization.

• Proficiency in SQL and scripting is critical for automation and data management.

• History of process improvement and documentation to enhance operational efficiency.

• Proficiency in HubSpot CRM, Retool, and reporting tools (e.g., Looker, Tableau, or Google Data Studio).

• Strong ability to analyze workflows and implement improvements that drive efficiency.

• Experience working with cross-functional teams to deliver solutions for Support, Success, and Sales.

• Excellent communication and stakeholder management skills.

• Strong problem-solving skills with a data-driven approach to decision-making.

• Ability to work effectively in a remote environment and manage multiple priorities.

• Availability to work during US business hours.

Tools & Technology

• CRM & Automation: HubSpot, Retool

• Collaboration: Slack, Google Workspace, Notion, Microsoft 365

• Reporting & Analytics: Looker, Tableau, Google Data Studio, Google Sheets

• Scripting & Data Management: SQL, automation scripts

Bonus Points

• Experience with marketing automation tools and managing email campaign workflows.

• Background in customer success operations or SaaS environments.

• Familiarity with API integrations and workflow automation.

• Prior experience in data analytics and business intelligence.

Job Details:

• Full-time status (40 hours per week)

• Able to work during US Eastern time zone 

• Salary: $12 USD / hr

• Location: Philippines Apply through this link - https://jobs.ashbyhq.com/Panoptyc/5c2ce0e3-d6ee-4bba-ab83-645d546f243a